Tag Analytics
The Tag Analytics page provides insights into how your team is using tags to organize and categorize conversations. Understand which tags are most commonly applied, how tag usage has changed over time, and identify the conversation topics your team is most focused on.
Tag Analytics Overview
This helps you validate your tagging strategy, identify underutilized tags, and make data-driven decisions about tag organization and naming.
- Track the number of unique tags used across conversations
- View total tag assignments and distribution percentages
- Spot changes in tagging adoption over time
- Identify top tags by frequency to understand conversation focus
Key Metrics
The Tag Analytics dashboard displays these core metrics:
Unique Tags
The total number of different tags used across conversations in the selected period.
Total Assignments
Total number of tag assignments across all conversations. One chat can have multiple tags.
Visualizations
The Tag Analytics page includes multiple visual representations of your tagging data:
Tag Distribution Chart
Pie or bar chart showing relative usage of tags. Use this to:
- Identify your most-used and least-used tags
- See if your tagging strategy is balanced
- Spot over-reliance on certain tags
Tag Trend Chart
Line chart showing tag usage over time. Use this to:
- See if tagging adoption is increasing or decreasing
- Identify seasonal patterns in conversation types
- Track the impact of process changes on tagging behavior
Top Tags Table
Sortable table showing your tags ranked by usage frequency. See:
- How many times each tag was used
- Percentage of total tag assignments for each tag
- Comparison of tag popularity
Analyzing Different Time Periods
- Last 7 days — Recent tagging activity
- Last 14 days — Two-week pattern analysis
- Last 30 days — Monthly overview (default)
- Last 60 days — Two-month trends
- Last 90 days — Quarterly analysis for long-term patterns
Using Tag Analytics Insights
Here are practical ways to use this analytics data:
Validate Tagging Strategy
Confirm that your tag taxonomy is being used as intended. Check if the distribution matches your expectations.
Identify Unused Tags
Find tags with very low usage that might need renaming, deprecation, or removal from your tag system.
Monitor Conversation Focus
Use tag trends to understand how your conversation focus shifts over time and what issues customers are raising more or less frequently.
Team Training Insights
If tag usage patterns are inconsistent, use analytics to identify training needs and align your team on tagging practices.
Tip: Combine Tag Analytics with Popular Questions to see what topics customers are asking about most frequently and how your team is categorizing those conversations.